agentPresence_
Event Name | agentPresence |
|---|---|
Event Description | Event triggered to update agent state information. |
Emitter | Agent Manager |
Action | Possible values are:
|
Name | Description | Payload Properties |
|---|---|---|
agentPresence | type: Object The AgentPresence object | |
agent | type: Object Desc: Defines the properties of the CC agent |
|
state | type: Object Desc: State of the agent (READY, NOT_READY) and the reason |
|
stateChangeTime | type: Date Object Desc: time since change of state | - |
agentMrdStates | type: Object Desc: retains properties of state changes of the agent |
|
action | type: Object Desc: describes if event is fired without state change or not | - |
agentLoginTime | type: timestamp | |
agentStateChanged | type: boolean
| |
mrdStateChanges | type: array desc: id of the MRD which state is going to be changed |
AgentPresence
{
"agent": {
"participantType": "CCUser",
"id": "1fd5b05a-7c12-4955-bd59-8567f3e74445",
"keycloakUser": {
"id": "1fd5b05a-7c12-4955-bd59-8567f3e74445",
"firstName": "admin",
"lastName": null,
"roles": [
"offline_access",
"default-roles-university",
"admin",
"uma_authorization"
],
"username": "admin",
"permittedResources": {
"Resources": [
{
"rsid": "972e9078-ebb8-4fe2-9fc4-942a6914abf7",
"rsname": "routing-engine",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "38e46d28-31bb-4e5f-8f56-13f10f5879d8",
"rsname": "business-calendar",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "1365a664-afd1-4c1d-a21c-e9a4ccf0e332",
"rsname": "general-settings",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "24c037dc-4792-4cf4-8f71-66a0d0ddd618",
"rsname": "pull-mode-list",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "8f226171-1a57-4f79-b553-82c7344e66da",
"rsname": "forms",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "35fa435d-b456-4faa-aab4-99064ae57987",
"rsname": "reason-code",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "fe0f4e8c-47bb-487b-b8b9-c2726926217d",
"rsname": "bot-settings",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "0c0e9f33-cc46-4cde-b88c-68d93a643b20",
"rsname": "web-widget",
"scopes": [
"view",
"manage"
]
},
{
"rsid": "a61043f6-9980-4e31-a57b-e2c866f101ee",
"rsname": "channel-manager",
"scopes": [
"view",
"manage"
]
}
]
},
"realm": "university"
},
"associatedRoutingAttributes": []
},
"state": {
"name": "NOT_READY",
"reasonCode": null
},
"stateChangeTime": 1651434965139,
"agentMrdStates": [
{
"mrd": {
"id": "6232cc5d44a4093550fea233",
"name": "VOICE",
"description": null,
"interruptible": true,
"maxRequests": 5
},
"state": "NOT_READY",
"stateChangeTime": 1651434965138,
"lastReadyStateChangeTime": 639057660000
},
{
"mrd": {
"id": "62302def6b1fba2525db2713",
"name": "whatsapp-chat",
"description": "ThisMRDistobeusedfortwilio-connectortestingbyWAQAS\t",
"interruptible": true,
"maxRequests": 10
},
"state": "NOT_READY",
"stateChangeTime": 1651434965138,
"lastReadyStateChangeTime": 639057660000
},
{
"mrd": {
"id": "6223b491ef484b28639e9ca4",
"name": "chat",
"description": null,
"interruptible": true,
"maxRequests": 5
},
"state": "NOT_READY",
"stateChangeTime": 1651434965138,
"lastReadyStateChangeTime": 639057660000
},
{
"mrd": {
"id": "6233dde8c004592808ad3c0d",
"name": "Ahmad'sMrd",
"description": "ThisMRDistobeusedfordevtestingbyAhmad",
"interruptible": true,
"maxRequests": 5
},
"state": "NOT_READY",
"stateChangeTime": 1651434965138,
"lastReadyStateChangeTime": 639057660000
}
]
}Event received from the agent manager
{
"action": "AGENT_STATE_CHANGED",
"agentStateChanged": false,
"mrdStateChanges": [
"20316843be924c8ab4f57a7a"
],
"agentPresence": {
"agent": {
"participantType": "CCUser",
"id": "eed4c6de-27b0-4321-b057-2a618dcad6d1",
"keycloakUser": {
"id": "eed4c6de-27b0-4321-b057-2a618dcad6d1",
"firstName": "",
"lastName": "",
"roles": [
"default-roles-expertflow",
"agent",
"offline_access",
"uma_authorization"
],
"username": "sabahat",
"permittedResources": {
"Resources": [
{
"rsid": "0697f9c1-e15f-436b-9dd4-de11f80887d1",
"rsname": "customer-labels",
"scopes": [
"assign_label"
]
},
{
"rsid": "1f4de32d-7beb-4d4b-9b1d-a486e97d0a0f",
"rsname": "agent-dashboard",
"scopes": [
"view"
]
},
{
"rsid": "db95f093-7a90-43ab-a0d7-7afca15fbec6",
"rsname": "agent-conversation-control",
"scopes": [
"view_history",
"view_leave_chat",
"view_history_active_customer ",
"view_direct_transfer",
"view_initiate_chat",
"view_wrap_up",
"view_conference",
"view_consult"
]
},
{
"rsid": "5d0a7462-6bc3-4f76-89a4-9259073fb9fd",
"rsname": "customer",
"scopes": [
"masked_pii",
"view",
"view_in_conversation",
"manage_in_conversation"
]
},
{
"rsid": "2158c6d6-cfdc-4ecb-aab4-8c521ee0d193",
"rsname": "subscribed-list",
"scopes": [
"view"
]
},
{
"rsid": "81e4cf55-e5fe-4612-965a-14e6d5888ca2",
"rsname": "state-change",
"scopes": [
"manage_state_change"
]
},
{
"rsid": "28310ed8-282f-4bda-8254-36cb81382c72",
"rsname": "recording-link",
"scopes": [
"view"
]
}
]
},
"realm": "expertflow",
"attributes": {},
"userTeam": {
"teamId": "0d8b2ab5-8eb9-4060-a366-c5d23b45020a",
"teamName": "sabahat"
},
"supervisedTeams": []
},
"associatedRoutingAttributes": [
{
"routingAttribute": {
"id": "67c04c22a1f239243fad84a1",
"name": "sabahat-chat",
"description": null,
"type": "BOOLEAN",
"defaultValue": 1
},
"value": 1
}
],
"associatedMrds": [
{
"mrdId": "62f9e360ea5311eda05b0242",
"maxAgentTasks": 1
},
{
"mrdId": "6305de07166ba1099d11d8e6",
"maxAgentTasks": 5
},
{
"mrdId": "20316843be924c8ab4f57a7a",
"maxAgentTasks": 1
}
]
},
"state": {
"name": "READY",
"reasonCode": null
},
"stateChangeTime": 1740656226434,
"agentMrdStates": [
{
"mrd": {
"id": "62f9e360ea5311eda05b0242",
"type": "64f6ee2dd49f4e9d7eb5f591",
"name": "CX VOICE",
"description": "Standard voice MRD for CX Voice",
"maxRequests": 1,
"interruptible": false
},
"state": "NOT_READY",
"previousState": null,
"stateChangeTime": 1740656023739,
"lastReadyStateChangeTime": 639057660000,
"maxAgentTasks": 1
},
{
"mrd": {
"id": "6305de07166ba1099d11d8e6",
"type": "64f6edf8b89b71cc6cb60917",
"name": "CHAT",
"description": "Standard chat MRD",
"maxRequests": 5,
"interruptible": true
},
"state": "READY",
"previousState": "NOT_READY",
"stateChangeTime": 1740656231094,
"lastReadyStateChangeTime": 1740656231094,
"maxAgentTasks": 5
},
{
"mrd": {
"id": "20316843be924c8ab4f57a7a",
"type": "64f6ee374776bb029f1174e1",
"name": "CISCO CC",
"description": "Standard voice MRD for CISCO CC",
"maxRequests": 1,
"interruptible": false
},
"state": "READY",
"previousState": "NOT_READY",
"stateChangeTime": 1740656530586,
"lastReadyStateChangeTime": 1740656530586,
"maxAgentTasks": 1
}
],
"agentLoginTime": 1740656023704
},
"correlationId": "cc79cbe2-55b7-4b8f-be10-28e0f6a440fe"
}